Funclub Casino - Player’s bonus winnings have been reduced.

Hallo,

ich möchte über das Funclub Casino berichten.

Ich habe über euren Link den JOIN300, den kostenlosen Chip in Anspruch genommen und hoch gewonnen. Vom Support habe ich mir die Bonusbedingungen versichern lassen. 20x Wager, keine Max. Bet Regelung, Auszahlung per Bank Transfer nach Deutschland kein Problem.

Ich habe den Wager geschafft, was vom Support bestätigt wurde und per Mail eine Auszahlungsanfrage gestartet. Dieses wurde mir geraten, da die Auszahlungsoptionen äußerst begrenzt sind.

Auch habe ich direkt die ID Card mitgeschickt.

Nun möchte das Casino den Pass oder Führerschein haben und ein Selfie mit dem Dokument. Ich finde das äußerst unüblich, zusätzlich zum Ausweis noch sowas zu verlangen und mache mir Sorgen, dass einfach nur meine Daten abgegriffen werden. Ein Selfie mit Dokument in der Hand kenne ich von Live-Authorisierungen über das Handy.

Wie ist eure Meinung dazu? Achso. Das Casino verlangt auf Auszahlungen übrigens 45$ Gebühren! Durch die maximale Auszahlung, 1x Chip Wert, würden dann 255$ übrig bleiben.

Dear Mathias,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Additionally, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Hallo,

Stand heute habe ich nach Übermittlung der geforderten Dokumente keinerlei Antworten mehr vom Casino erhalten.

Thank you very much, Mathias, for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for all provided information.

I would like to ask the casino what’s their standpoint in this situation. Is the player account verified? 

We would like to ask the Funclub Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings Casino Guru Team,

We hope you are doing well!

As per our review of the account for user Knubbellttv, we have asked the player to request the withdrawal within the the system as it was not requested via website system earlier. Also, we have asked the player to share the copy of the latest Utility Bill for completing the KYC.

P.S. - Customer has been playing on a Welcome Free chip and withdrawal request will be reviewed accordingly.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Hallo,

danke für die Rückmeldung.

Ich habe diese Antwort des Casinos soeben erhalten.

Ich verstehe nicht, warum ich jetzt noch eine Rechnung hochladen soll. Das ist schon er dritte Verifizierungsteil. Zuerst alle Dokumente. Dann nochmal verifizieren. Diesmal mit Selfie. Dann sollte ich ins Menü und auszahlen. Das ging aber nicht. Immer wenn ich einen Betrag zwischen 250 und 600 Euro eingegeben habe und dann meine Bankdaten vervollständigt habe, hat er es nicht abgesendet. Mein Guthaben ist noch immer gleich und ich habe keine Bestätigung über den Withdraw erhalten. Der Live Chat Mitarbeiter Alex hat mir nicht helfen können und auch keinen Hinweis gegeben, dass noch Dokumente fehlen.

Nun kriege ich diese neue Nachricht, dass ich noch mehr hochladen soll. Das ist doch alles Schikane. Ich bin stinksauer.

Greetings Casino Guru Team,

We hope you are doing well!

We are still waiting for the player to request withdrawal within the system. Also, we have asked the player to share the copy of the latest Utility Bill for completing the KYC.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Hallo,

ich habe leider noch Probleme eine geeignete Rechnung zu finden, da alle meine Rechnungen jährlich laufen und somit erst im Februar verfügbar sind. Monatlich bekomme ich nur meine Kreditkartenabrechnung und Kontoauszüge. Wie soll ich das machen?

Ich habe grad einen neuen Versuch der Abhebung gemacht. Heute ging es tatsächlich.

Habe nun eine aktuelle Handyrechnung, wie gesagt, andere Rechnungen sind jährlich, per Mail hingeschickt. Und den Withdraw nochmals gestartet. Bislang keine weitere Rückmeldung des Casinos.

Die Verfikation hat inzwischen geklappt.

Aber die Auszahlung will nicht klappen.

Über den Chat wurde mir mitgeteilt:

the max. cashout on welcome bonus is 1x and you also need to leave the minimum balance in the casino before you cashout that is the bonus or free chip amount given to you...

Aber ich verstehe das nicht. Ich kann 1x, also 300$ auszahlen laut Bonus. Was ist die minimum Balance, die auf dem Konto bleiben muss? Und es werden bei der Auszahlung ja noch happige 45$ Gebühren verlangt!! wie soll das gehen?

Greetings,

We hope you are doing well!

As per the review, the withdrawal request was raised for an incorrect amount. The winnings were on a welcome free chip in the amount of $300 and Free Chips have a 1x cash out limit. Hence, the eligible withdrawal amount is $300.

And, since the bonus is non-cashable, hence, needs to be left behind which means $300 is supposed to be left as a balance on the account for adjustment.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Hallo,

ja, das habe ich schon verstanden. Ich würde aber gerne wissen wie und wieviel ich abheben kann. Weder 600$ noch 300$ haben funktioniert. Keine Auszahlung funktioniert, da sie immer abgelehnt werden.

Greetings,

As per the account only one request has been raised till now which was for $600 and was rejected due to the incorrect amount.

We would request to put in a request for $300 for the relevant team to review it further.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Danke. Ich habe eine Auszahlung über exakt 300$ beantragt. Eigentlich hätte ich gerne 345$, denn 45$ Auszahlungsgebühren sind echt schon heftig...

Greetings,

We have received your request and the withdrawal team will be working on it.

We would request you to wait for them to get back to you with an update.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

I would like to ask both sides if there is any update. Thanks in advance.

26/10/2020 12:44:35Withdrawl cancelled not eligibleCreditUS$300.00US$602.50

25/10/2020 16:49:32WithdrawlDebitUS$300.00US$302.50

15/10/2020 13:37:25Withdrawl cancelled not eligibleCreditUS$600.00US$602.50

13/10/2020 22:24:45WithdrawlDebitUS$600.00US$2.50

As you can see, I tried to withdraw either the full money as the 300. The 300 should work I think, but it was also cancelled. I don't know what to do next if anything will be cancelled . This Casino is not fair and they don't help. I got no mail from the casino. wether if the withdraw was canceled nor anything from the support to help me with that...

We would like to ask the Funclub Casino again to give us an explanation of how the situation with the player's withdrawal looks and what he is supposed to do in order to receive it. Thanks in advance for your reply.

Greetings Casino Guru Team,

We hope you are doing well!

We are still waiting for the player to share the copy of the latest Utility Bill for completing the KYC.

Player can share any one of the below mentioned documents:

• Gas/ Electricity/ Water/ Sewage/ Waste Management Bills issued by State/ City councils.
• Rent agreements (only in case all utilities are included in the rent)
• Internet/ DTH/ Broadband / Landline Phone Bill

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Ist das ein Witz?

Die Verifikation war doch schon fertig, siehe Nachricht vom 2020-10-20 10:38

Greetings,

We hope you are doing well!

As per the records we have not received the utility bill yet. We would request you to please share the copy of the latest Utility Bill for completing the KYC. You can share any one of the below mentioned documents:

• Gas/ Electricity/ Water/ Sewage/ Waste Management Bills issued by State/ City councils.
• Rent agreements (only in case all utilities are included in the rent)
• Internet/ DTH/ Broadband / Landline Phone Bill

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Ja, laut den Aufzeichnungen haben Sie die Stromrechnung nicht erhalten. Das liegt daran, dass wir bereits diskutiert haben, dass meine Rechnungen jährlich kommen. Also habe ich meine Rechnung für das Handy hochgeladen, da ich auch kein Festnetz habe. Der Live Chat hat das bestätigt, denn ohne die Verifikation hatte der ERSTE Withdraw gar nicht funktioniert. Mit der Mobilfunkrechnung war die Verifikation abgeschlossen, so dass ich überhaupt versuchen konnte abzuheben.

Greetings,

We hope you are doing well!

Unfortunately, mobile bill is not a valid document for KYC verification. We would need any one of the aforementioned documents.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Hello Mathias,

I am Viliam and I'll try to help you in solving your complaint.

I would like to ask the Casino why do you consider phone bill as not valid document for KYC verification?

Greetings,

We hope you are doing well!

Mobile bill is not a valid document for KYC verification as the player might have moved from the address since he/she purchased the mobile connection. We accept the Landline phone bill since the connection is physically present at the player's address and cannot be moved unless the address is updated with the service provider.

Alternatively, we accept the below mentioned documents:

-> Gas/ Electricity/ Water/ Sewage/ Waste Management Bills issued by State/ City councils.

-> Rent agreements (only in case all utilities are included in the rent)

-> Internet/ DTH/ Broadband

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Dear Mathias,

please send alternative document to the Casino in order to verify your account.

Ja, wie gesagt. Bei uns sind diese Rechnungen jährlich. Vor Februar kommen die nicht. Was nun?

Greetings Casino Guru Team,

We hope you are doing well!

Unfortunately, we would not be able to proceed further with the KYC completion or withdrawal without the required documents.

Also, generally we provide 14 days for our players to provide us with the complete KYC documents. However, as an exception we can hold it out for a maximum of 45 days. After which the withdrawal is voided.

Considering this situation, we have already waited well over 30 days for the same and the player would not be able to provide us with the documents within the exceptional timelines.

We would request you to close the request as we have not denied the withdrawal, however, we would need the KYC documents to proceed further and the player is unable to provide with the same.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Dear Mathias,

please understand that Casino is willing to pay your winnings but you need verify yourself. If you will not be able to provide requested documents we will not be able to help you and we will be forced to reject your complaint.

Wie gesagt. Im Februar kriege ich Dokumente. Ich darf ja keine Dokumente vom februar 2020 vorlegen, oder?

Daer Mathias,

I would like to recommend you to contact Curacao gaming authority: http://www.gaming-curacao.com/

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.